Social Media Community Manager
Chicago, Illinois, Us
As a part of the Marketing team at GrubHub, I scheduled daily social posts, monitored social channels and responded to incoming messages with the GrubHub brand voice, and built social listening reports focused on product updates and brand awareness.In addition, I coordinated video and photo shoots with restaurants, participated in content creation, brainstorms, and worked with the Customer Care department to maintain high levels of Social Care.I started at Grubhub in the Customer Care department assisting users and restaurant employees with any issues around the Grubhub product. Shortly after I was hired, I was also selected to also be one of the first agents to handle social media care response. I regularly scored very high in quality assurance reviews and took on extra projects such as assisting in collecting feedback on our chat platform and handling escalated calls while leadership was unavailable.In March of 2013 I was promoted to Team Lead, where I managed a fast-paced Care floor typically during high-volume night and weekend shifts. I scheduled daily duties of our Care reps, handled escalated Care issues, and worked directly with reps to ensure optimal efficiency. I continued to also monitor our social channels and coach the reps who handled response.About a year later in February of 2014 Grubhub decided to create a small, dedicated Social Care team within the Marketing department, and I was honored to be chosen to lead that team. I monitored social channels for all incoming messages, with a focus on Care issues. In addition, as Team Lead I built out service and quality reports to ensure a high level of customer satisfaction.It was finally in July of 2015 that my role shifted to focus full time on Community Management, where I become involved in the greatest professional moment of my life: https://twitter.com/grubhub/status/509028153730146304
